Get help/Frequently Asked Questions/Installation

How do I install Splashtop Remote?

Splashtop Support
posted this on September 20, 2010 13:36

en10092001

After you have purchased the Splashtop Remote Desktop application from the Apple App store and installed it on your device, the Splashtop icon  app_icon.png will be displayed on your device's home screen with your other application icons.  You must also download the free Splashtop  Streamer application from http://www.splashtop.com/downloads and run it on your computer.  If a User Account Control (UAC) dialog box appears during the installation process, select Yes to continue.  You will need to accept the Splashtop Inc. End-User License Agreement in order to continue.

The Installer will add the Splashtop Streamer application to your Startup folder in Windows, so by default it will be launched in the background whenever Microsoft Windows starts.  You may disable this after installation, by un-selecting the "Enable auto launch" checkbox in the Settings tab (not recommended).

Streamer_Settings.png

 

note.gif  NOTE: After installation has completed, a five-tab setup dialog box will display.  You will be required to create a security code before first-time use.  A few rules apply to security code creation.  Your security code must be between 8 and 20 characters long; must contain letters and numbers; and may optionally contain the following special characters:

/  (  )  $  &   @  "   .   ,   !  '  [  ]   {  }  #   %   ^   *  _  |  ~  <  >

 Streamer_Security.png

When you close the setup dialog box, a one-time message will inform you that the application is running.  The Installer adds a Splashtop Remote shortcut into the Windows Start Menu.  Selecting this allows you to re-open the setup dialog box at any time.  You can also open it by clicking on the Splashtop Remote icon in the Status Bar.

To view some trouble-shooting tips related to issues that may occur during or after installation, please click here.

 

Comments

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Mark Simpson
I am unable to even run setup. When I run the installer, nothing happens!
February 02, 2011 13:30
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tim friebel

I have the same situation Mark Simpson noted on 2/2.  I've installed splashtop remote on a Windows 7 box without issue.  On my windows XP box, however, the installer runs fine, get through the finish screen, icons are installed, etc.  When I double click on the splashtop icon, nothing happens.  Never prompted for the password setting screen like I was on the Win7 box.  Also, the application shows as running when you look in the windows task manager.  The ipad, of course, does not see the XP box as a machine running splashtop on the network.

February 10, 2011 11:00
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Splashtop Support
Splashtop Inc.

Sometimes the downloaded installer is corrupted.  Please uninstall and re-download.  By the way, here's a reference video for the install process: http://support-remote.splashtop.com/entries/352679-basic-installation

February 10, 2011 16:42
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tim friebel

This took a turn for the wierd....  On the XP box, I had two user accounts.  Installed splashtop with the account I always use, shortcut was installed, etc.  I'd click the shortcut and nothing would happen as mentioned above.  When looking at the available machines from my ipad, it had the IP of the XP box, but wouldn't let me connect saying splashtop remote was already running with that IP on another machine.  I then logged in with the 2nd user account on the XP box and it had 4 instances of splashtop running on it.

Since I don't want to use that other  user account, I uninstalled splashtop, deleted the splashtop folder in the Program Files directory, checked for registry entries (there were none).  Then, on my usual XP admin user, re-downloaded and re-installed splashtop.  Same situation applies, however, when launching it, nothing happens.  This time there is no other XP user in play.

Just to note, I do have splashtop running without issue on my Windows 7 machine.

February 14, 2011 15:09
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Gunjan

Same here.  I have Vista, XP and Win7.  Runs fine on XP, no issues, however, nothing happens on Vista and Win7.  Installation is complete, but then nothing...re-installed it bunch of times.  This has to be the something basic...Splashtop what are the next steps here??

April 11, 2011 21:32
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Jaff
Splashtop Inc.

@Gunjan,

Are you installing Splashtop Remote via RDP session? There's a known limitation which conflicts running with RDP simultaneously. This issue will be fixed in next update and coming soon!

April 11, 2011 22:27
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Splashtop Support
Splashtop Inc.

As a matter of fact I was and figured it out. Thank you...I can update my posting now.

Thank you!

(this message has been blocked by system, help user-Gunjan to post)

April 12, 2011 02:00
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HONYAU WONG

I have installed Splashtop remote on 2 pc and 1 notebook.

They all work well with my Iphone4.

Now I want to delete the icon of my notebook from  the Iphone.

How to do this?

April 24, 2011 09:59
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Mick

help, I've tried to instal splashtop 4 times on my laptop running with XP. The installation process goes fine until the activate splashtop remote starts and nothing happens. Like I said I installed and uninstalled the programme and downloaded a new one everytime but no change.

Sometimes I see the startup page Ativate splashtop but if I push the button "GO" nothing happens.

May 09, 2011 11:46
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Shayne Falkiner

I have tried to install Splashtop Remote to my tablet but it will not install. I get an error saying that it is not licensed, but i assume thats because it wont install properly. Please help me get it installed correctly.

July 05, 2011 06:35
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Steve Davis

The Splashtop Remote Apps works GREAT with my Palm Pre, when will you have an app for the Nook?  I prefer the larger screen on my Nook Color, yet it's still small enough I can carry it around with me.

July 24, 2011 07:48
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Doyle

I have ver 1.5.0.1 installed and it works fine. I d/l'ed 1.5.5.4 to upgrade. Current version was not running. I started the updated version process only to have the install lock up and the "not responding" prompt show in the install window header. I tried this several times and that includes a re- d/l of the install package. I have Win 7 64 bit. My 1.5.0.1 still functions, so the failed attempt at 1.5.5.4 did not ruin it. Any ideas? 

August 19, 2011 17:54
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Kelly
Splashtop Inc.
August 22, 2011 20:17
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自由的波色子

Hi, my apps from IPAD and Iphone4 could not connect to my computer which installs a splashtop streamer already.

It comes to me with error "s=05 e=84000120" and a notice from computer, saying "ipad or iphone" connected to computer while a note "Computer can not be connected" shown on my mobile apps.

I follow your Q&A to reset my router firewall and open the port 6783 to 6785 for both TCP and UDP ports. Then I turn off my firewall on computer under Vista platform. Still the same problem. It makes me mad since the touch mouse app from Iphone can work very well while the newly purchased "Splashtop Remote" can not. BTW, both my iphone and ipad are on OS5, the newest OS version from 10/12. 

Any suggestion or solution?

Or I have to rank lowest star in apps store.

By the way, your free apps are much better than priced ones.

 

October 15, 2011 02:36
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Clifford Tellis

I have tried to install Splashtop Remote to my Nook but it will not connect.  I am highly frustrated after three hours and very ready to tell you what you can do with this.

December 31, 2011 20:03
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keith kelley

I have been connecting my amazon fire to my desktop while in my house.  I  couldnt connect when away from my house.  I just figured out that to connect to my desktop  while away from my house i would need to connect thru the internet.  To accomplish that i signed my gmail credentials onto splashtop streamer on my desktop and them signed my credentials on splashtop on my Fire.   Questions:

1)  I am now at home and have signed gmail credentials onto both laptop and amazon fire and am now connected as a test.....how can I tell if I am truly connected thru the internet as opposed to connected locally

2)  Will have have to constantly re sign on my gmail credentials on desktop and on the amazon fire to be able to use thru internet or is there a way to remain forever signed on for internet connect ability.........thanks.

January 20, 2012 20:19
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Jason LaMar

OK, this statement ...

" A Dual Core CPU (not Core 2 Duo) is necessary."

... is absolutely ridiculous. I just bought Splashtop Remote Desktop to access an older 17-inch MacBook Pro (with one of those "Core 2 Duo" CPUs) and couldn't figure out why it's not working. Then I read this here. Interesting that you don't make that CPU distinction on the App Store, merely stating "1.6 GHz or faster dual-core CPU" as a requirement.

Um, excuse me, but the Core 2 Duo is a dual-core CPU. Just look at Intel's own documentation!

http://www.intel.com/products/processor/core2duo/specifications.htm

Bullet point #1 -- Intel® dual-core technology

So what's the deal? I want my money back. Seriously. And while you're at it, please make it clear in the App Store listing that Core 2 Duo processors are not supported by your product. That's sort of an important detail for people with slightly older Mac technology.

March 19, 2012 08:20
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Jaff
Splashtop Inc.

@Jason LaMar,

Sorry to confuse you by this description. The connectivity actually is not very related to the CPU, but it'll impact the streaming performance much when connected. A dual core CPU will have a better usage experience than core 2 duo on Splashtop Remote app, so we recommend this CPU.

If you can't get connection between your ipad and macbook, there may have setting up issues there, please create a ticket and our support staff will give a specific support on your case. Thanks. http://support-remote.splashtop.com/anonymous_requests/new

March 19, 2012 21:20
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Mike Dowling

I uninstalled the Splastop Remote on my PlayBook thinking that I would reinstall it with the latest update. Now it is telling me that there is a license problem.  Any suggestions?

March 23, 2012 23:29
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Victor (Splashtop)
Mac

@Mike, For Blackberry, after uninstalling/deleting the app, when you look for the app on AppWorld, the "Buy" button should show up as "Reinstall".  If this is not showing up properly, you may want to double check that your account is logged in and then follow up with Blackberry AppWorld.

March 26, 2012 16:34
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Marcus Maximo Guaiano

Quando abro o aplicativo no Ipad, são necessários: Serve URL , Email e Password. Não sei quais devo usar, ajuda por favor!

April 07, 2012 17:00
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Deb Reitmeier

Installed streamer on pc - no problem - set up security code - says ready to connect.  Installed Splashtop Pro app on iPad - also no visible issues with that.  Choose the app on iPad which brings me to Welcome screen with Go button at bottom.  Choose Go and brings me to screen requesting splashtop account login - namely email and password.  Tried using security code for password - doesn't work.  Spent the past 2 hours combing through the help for this and can't find anything helpful.  Anyone?

April 26, 2012 11:48
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Deb Reitmeier

Successfully installed the regular splashtop app with no trouble - just that the screen resolution stinks so thought I'd try the Pro version.  Funny that the free one was easy to setup and the one costing money doesn't work.

April 26, 2012 11:50
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Victor (Splashtop)
Mac

@Deb and others, Splashtop "Pro" is not compatible with Splashtop "Remote" and vice versa.  To use the consumer version, you need to purchase the client from the app store and download the free Splashtop Streamer.  To use Splashtop Pro, you need to install the free client from the app store and install the free Splashtop PRO Streamer from the account login.  Splashtop Pro is a subscription service, so the billings are through the account login at pro.splashtop.com.  Note: Splashtop Pro adds additional security and IT management tools. 

In short, Pro and Remote are not cross compatible, Remote is a one-time cost, and Pro is a subscription service.

April 26, 2012 16:10
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Larry Weiss

When I install the Splashtop Streamer on my Win 7 64-bit desktop, will it be installed for all users or can I specify only the current user?

May 31, 2012 12:09
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Jaff
Splashtop Inc.

@Larry,

Spalshtop Streamer will install for all users and can't specify for current user only. When you switch user, the Splashtop streamer will automatically go through the settings flow again if this user account is the first time running streamer.

May 31, 2012 19:02
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Erika Abrego

I recently bought and installed the app to my HP Tablet, when I started downloading the streamer to my Windows XP computer it would download successfully but nothing appeared when it finished. I double click on the icon and nothing happens. I have tried everything from messing with the firewalls, uninstalling and reinstalling the program, trying to download another DirectX version and nothing happens and its driving me nuts...lol Please someone help me.

June 13, 2012 20:38
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Jaff
Splashtop Inc.

@Erika Abrego,

Here are two suggestions for you:

  • If the Splashtop Streamer will not start after installation has completed, use Task Manager to stop the SRServer.exe process.  Then manually launch again.
  • We also found that if a service process named Terminal Services is disabled, this would prevent the Splashtop Streamer from being launched.  If it is disabled in your case, please enable it manually.

     Note that the Terminal Services process exists only in XP Professional (not in XP Home).  You can find the service as follows: 

  1. Right-click on My Computer and select Manage from the menu.
  2. In the Computer Management window, open Services And Applications in the left pane and clickServices.
  3. In the Services pane, there should be a Terminal Services item in the list in the right pane.  If it is disabled, right-click on Terminal Services, select Properties from the menu, then select Manual and click Apply.   The Start button will then be enabled.  
  4. Click the Start button to start Terminal Services.  The Splashtop Streamer should then start up automatically!

    This link provides more info could be reference if you need more.

http://support-remote.splashtop.com/entries/20324736-issues-during-or-after-installation-of-the-splashtop-remote-streamer

June 13, 2012 22:57
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Erika Abrego

I did what you said and no luck. I don't have Windows Professional so I don't have something called Terminal services. I have no idea whats going on with this program not opening.

June 15, 2012 00:46
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Erika Abrego

I finally fixed it by uninstalling and re installing and I did what you put about the Task Manager and it worked!!! Thanks!!!

June 17, 2012 03:06
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Danielle Reisch

I have no idea where to find the remote viewer for PC. The link in this help document is broken, all Google links are broken, and get the app only leads to mobile downloads. Tell me you guys didn't cut the PC viewer. It's ridiculous to need 2 different remote streaming programs to support 2 classes of devices remotely accessing.

September 27, 2012 10:38